Case Study: Diversified Media Organization achieves 100% call QA coverage with Fingent’s AI-powered automation

Diversified Media Organization boosts call QA to 100% with Fingent

The client, a diversified media organization, faced significant challenges in its call center quality assurance process. With a manual system that evaluated only 3% of its 9400 daily calls, the company lacked visibility into performance and compliance risks while incurring high operational costs of $0.7 million annually. To address this, they partnered with Fingent to implement an AI-powered call center agent scoring application.

Fingent's solution utilized Microsoft Azure's cloud-native architecture and Azure OpenAI Service to automate and scale the evaluation process to cover 100% of all calls. This provided complete visibility into agent performance, enabled quick identification of training needs, and substantially reduced manual efforts and operational costs. The implementation by Fingent transformed the client's QA process, improving service quality and enabling data-driven decision-making.